HELP: Locked Out of VM Email

[PamelaW2768]

Hello,

I am posting on my grandmother's behalf. She is trying to access her Virgin Media email (which she didn't know existed until recently), so I have no idea what the password or email actually is, and it is making her unable to access her account online, as its tied to all her details. All I know is that when I try registering an account, it says they've found a Virgin Media account tied to the details; an account we cannot access nor know the name of.

Is there anyway I can access/change this email address without knowing the address name or password? Before you say it, I've tried using the "Forgot my email" link, but it says the details of the account, which I know are correct and have already been confirmed correct by the system (as mentioned above), is not found.

Any response is appreciated, 

Thanks.

[Beth_G]

Hi PamelaW2768

Thanks for your post, welcome to the Community Forums! Sorry to hear your grandmother is having trouble accessing her Virgin Media account. 

Just to clarify, is she trying to access her My Virgin Media account, or an email account she has created with us?

If you're referring to the My Virgin Media account, we can change the email address that's the username from our end, however we'd need to speak with the named account holder directly in order to do this.